Response Expectation Table Sample Clauses

Response Expectation Table. The following Response Expectation Table specifies the required response for problems based upon the Severity Level assigned by Customer. The table specifies the maximum amount of time permitted to respond. Severity 1 (Critical) The whole System or significant part is non-operative or significantly impaired and cannot be conducted without significant delay, if at all. No known work around is currently available. 30 minutes Severity 2 (Degraded) The System does not function as designed. 1 hour during normal business hours, 2 hours otherwise Severity 3 (Minimal) This group includes problems that have little or no impact on daily business process * 1 business day *The Parties agree that some Severity Level 3 problems lack commercial justification on which to expend resources and, therefore, may never be resolved.

Response Expectation Table. The following Response Expectation Table specifies the required response for problems based upon the Severity Level assigned by Customer. The table specifies the maximum amount of time permitted to complete each of the following steps. Severity 1 (Very High) <= 4 hours <= 1 hour ASAP Severity 2 (High) 8 hours <= 4 hours ASAP Severity 3 (Normal) 24 hours 24 hours ASAP Severity 4 (Low) 72 hours 72 hours As agreed to on a case by case basis* * The parties will jointly agree that some Severity Level 4 problems lack commercial justification on which to expend resources and, therefore, may never be resolved

Response Expectation Table. The following Response Expectation table specifies the level of response that will be given to a problem at each step of the process based upon the assigned severity of the problem. The table specifies the maximum amount of time elapsed to complete each step. 1 (Critical) 30 minutes Immediate and continuing best efforts Immediate and continuing best efforts 2 (Degraded) 1 hour during normal business hours, 2 hours otherwise 5 calendar days Within 15 calendar days 3 (Minimal) 1 business day Worked on a time available basis As appropriate

Response Expectation Table. The following Response Expectation Table specifies the level of response that will be given to a problem at each step of the process based upon the C-3 assigned severity of the problem. The table specifies the maximum amount of time elapsed to complete each step. Step 1. Represents the acknowledgment of the problem to the other party and the beginning of information gathering process. Step 2. Represents the timeframe during which the problem is being actively addressed and a temporary patch, correction, or work around is provided that allows processing to continue as normal with no direct financial or operational impact. The goal will be to provide a fix or a work around for a problem as soon as possible. Critical problems will be worked on continually until a satisfactory problem resolution can be reached. Both Parties will apply immediate and continuing best efforts to achieve problem resolution.